Care Levels

Choose your Care Level option

We understand how important it is to keep your business up and running, that’s why we work closely with Openreach to ensure that in the event you’re are experiencing problems with your phone line we can diagnose and resolve your problem as quickly as possible.

Where possible we would always recommend upgrading your care level and in the unlikely event of a fault we can ensure your business is back up and running in as little as 6 hours. You must upgrade at least 24 hours before reporting your fault for the new care level to take effect.

Care level 1

Fix by the end of the next working day +1, Monday to Friday (excluding public & bank holidays)

Example: Fault reported at any time between 00:01 – 23:59:59 on Tuesday would have a commitment time of 23:59:59 on Thursday.

Care level 2

Fix by the end of the next working day, Monday to Saturday (excluding public and bank holidays)

Example: Fault reported at any time between 00:01 – 23:59:59 on Tuesday would have a commitment time of 23:59:59 on Wednesday.

Care level 3

Fix by the end of the next half working day Monday to Sunday (including public and bank holidays)

Example: Fault reported by 12:59 – clear by 23:59:59 same day, fault reported after 13:00 – clear by 12:59:59 next day.

Care level 4

6 hour fix Monday to Sunday (including public and bank holidays)

Example: A 6hr fix around the clock, 365 days a year.

Emergency repairs »

Expedite

If the Maintenance Level you are on doesn’t meet your needs, during a fault, you can pay to expedite the fault to a higher care level, where available. This would need to be requested when initially logging the fault with us and only applies to the current fault. You will be charged if the fault is repaired within the time scale of the level requested.

Upgrading your care level

Please contact us if you wish to upgrade to a higher care level or advise us at the time of the logging a fault if you wish to expedite to a higher level on a one-off basis. We will be able to advise you of the cost and enable this for you.

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